Customer Support Manager - Remote

Overview

As a Customer Support Manager, you will fulfill the support team’s mission of solving customer problems and offering a great customer experience so that Quorum becomes indispensable to our users.

In Short

• Learn the Quorum platform and team dynamics in the first week.
• Familiarize with support operations and begin mentoring in the first month.
• Act as a player-coach and assist in daily operations within six months.
• Implement changes to enhance customer experience in the first year.
• Supervise Customer Support Associates and manage team dynamics.
• Take on support shifts and lead team integration efforts.
• Ensure team members specialize in Quorum features.
• Review customer support metrics and communicate insights.
• Manage ticket workflow and ensure adherence to SLA goals.
• Organize team meetings and professional development plans.

Requirements

• Minimum of 3 years in a customer support management role at a SaaS company.
• Ability to create diverse and inclusive team environments.
• Adaptability to change and a focus on continual improvement.

Benefits

• Flexible Paid Time Off.
• Standard Brazil holidays plus additional company-wide days off.
• Free Subscription to the Calm App.
• Free Subscription to LinkedIn Learning.
• Invest in Yourself Days for professional development.
• Monthly Work from Home Stipend.
• Mental and Dental Care by SulAmérica.
• Virtual and in-person team events.
• Mental Health stipend.
• Alelo Food Voucher.
• In company English classes.
• Inclusion & Diversity Affinity Groups.
• 12 weeks of paid parental leave.